The Great Bot Battle: AI Chatbots vs. Human Powered Live Chat

Introduction

Have you ever experienced a scenario where
you got annoyed for receiving an immediate solution to the concerned query,
though you didn’t received? Yes, it’s truly very disappointing. Your call might
be put on hold as the human agents might be attending to other customers. Thus,
you might choose other brands or opt for sending several emails and hoping for a
revert, which normally takes a minimum of 48 hours. Because of these niggles, the battle of Human
Powered Live Chat and Artificial Chatbots is attaining momentum. And there
exists a valid reason for it. Various businesses are consistently discovering
groundbreaking ways to enhance their client experience as they look out for
solutions to the issues in real time.

Some of the customers go for live chat, whereas others opt for an artificial chatbot. However, the purpose stays the same: advancing client service. Human Powered Live Chat is a remarkable technology only if it is implemented smartly. Anticipating the future of client servicing, there exists no doubt that Artificial Intelligence (AI) is the ultimate next big thing and will optimize the method of business interaction and engagement with clients. In the future of the international chatbot market, about 5/10 of end customers will opt for chatbots as a primary medium of interaction for client servicing.

As the technology is innovative, it doesn’t mean we
should abandon the human touch of building emotional interfaces with our
potential users. When we talk about winning the game, consider these questions.
Are chatbots able to build human emotions? Are chatbots able to create trust
based client-relationships? Can machines ever prevail over live chat when it comes
to client expectations? Does the advancement of chatbots imply the decline of
human powered Live Chat and will it prove a game changing trend to win the
client service experience within the foreseeable future?

The Case for Chatbots: Features Where a Chatbot wins Over Human Powered Live Chat

1.
Availability

Several
businesses need to provide 24/7/365 assistance. This implies
that they have to rent support agents who are able to work
in defined shifts, or promise to provide offline assistance
through email if no agents are active. This is the point
where a chatbot beats live chat. A chatbot can remain
online 24/7, 12 months a year. Users
worldwide will have a connection with the chatbots
anytime and receive an immediate response.

2.
No Human Intervention Needed

When the
chatbot will chat for any defined length of time, at any point
of hour of the day and not require any facilitation from a
human agent, businesses can cut down on support prices. The
time and money saved permits customers to utilize their
agents for different support channels such as phone or email. Even
humans are exhausted by giving answers
to repeated queries, unlike the bots which are happy to
manage similar queries again and again.

3.
The Ability to Multitask

As compared to human agents, chatbots can manage an infinite variety of chats at the same time. Imagine if an agent had to assist fifty customers simultaneously, and he has got only a single live chat operator available. Eventually, customers will have countless discontented clients who are disinterested in being on hold and are most likely considering a switch to the other brand or competitor.

5. The Ability to respond in several Languages

What if the customer is in foreign lands on
international business? It might be complicated (and costly) to rent various
chat agents for each and every language which the users speak. Chatbots,
though, may be developed to communicate with their users in multiple languages.

6. Cost Effective

With various
businesses spending about $1.3 trillion over 265
billion client service requests every year,
chatbots will probably facilitate them and save
on client service prices by dashing resolution
times, liberating agents for tougher tasks
and responding to about 8/10 routine queries.
All of this
may facilitate businesses in scaling
back client service prices by approximately 30 percent.

The Case for Live Chat: Features Where Live Chat Wins Over a Chatbot

Chatbots
are basically not the most absolute client service tool. They do come with
various disadvantages of their own.

1.
Chatbots Are Best Suited to Solve Easy Tier 1 Questions

A
drawback of a pre-developed AI chatbot is its incapability to adapt to a tough
scenario where a client might need a splendid solution to a unique problem.

For
a chatbot to be truly remarkable, the query has to be in a particular context
and easy. Without machine learning, the flexibility of a chatbot to solve an issue
outside of the pre-existing scope is limited.

2.
Chatbots Lack Empathy

Let’s
confront it, communicating with a bot can get annoying sometimes. With
chatbots, an important component is usually missing from the chat, which is the
human touch. There exist times where users require a user service agent to
understand them, assisting them solve a frustrating scenario. If, in case,
chatbots fail to completely apprehend and address clients requirements, it
might provide the image that their brand is cold and dispassionate.

3.
Spelling and Other Errors Can Throw a Chatbot Off

Chatbots
reply to keywords and are very sensitive to spelling. A user who makes spelling
mistakes might confuse the chatbot and put it into trouble. Human agents will
discover the issues, irrespective of any spelling mistake, by comprehending and
adapting to that context.

TAKEAWAYS- The Human Touch Vs. the Artificial Touch

A human powered live chat is splendid,
especially if customers have the correct resources to manage it. Considering
the capability of Chatbots powered by AI, the future of artificial chatbots
seems remarkable.

Human supported live chat is still a very powerful customer
service tool. Chatbots are only there to assist human agents to serve customers
faster, save time and money.

No doubt, these AI Chatbots will be enhanced in the
foreseeable future and are going to have a pivotal role in client servicing.
But that doesn’t mean the role of human agents is going to get entirely
removed. The live chat is a very robust client service tool.

The futuristic and client-driven industries will succeed in discovering the right blend of AI and human support agents, utilizing each of them to their best potential. Basically, artificial chatbots must be utilized to facilitate client support agents, but not replace them.

Proficiency, speed and precision are
significant in client service. And so is the human touch. Remarkable client service is somewhat personal as well
as anticipatory, it is personalized and tailored according to the customers and
their situations. And Chatbots can’t perform that…yet!
In the current world,
client problems need a real human to take control and provide a solution.